Customer Success Operations Associate (Associado de Operações de Customer Success) - São Paulo (Hybrid)

What you'll do

We are looking for a Sales Operations Associate to serve as the operational backbone of our Customer Success (CS) team in Brazil. In this role, you will design, maintain, and optimize the data systems, dashboards, and automated workflows that support Clara’s customer retention, activation, and growth across the country.

As part of an AI-native Revenue Operations team, you will act as a strategic operational partner to local CS Leaders and Account Managers. You will use intelligent automation (n8n, AI tools) and CRM governance (HubSpot) to eliminate friction in the customer journey and turn raw data into actionable insights.

What you'll do

CS CRM Administration: Own and maintain the daily HubSpot CRM environment for the local Customer Success team. Manage account assignments, health tags, territory mapping, and data hygiene to ensure a reliable customer database.

Customer Success Analytics & Dashboards: Design and maintain actionable scorecards and dashboards in HubSpot, Metabase, and Google Sheets. Track key CS metrics including Churn risk scoring, NPS/CSAT, product adoption, engagement cohorts, and onboarding performance (time-to-onboard).

Automation & AI-Driven Workflows: Proactively identify manual bottlenecks in daily CS operations and build automated workflows using n8n and AI tools (Claude/Anthropic) to streamline data enrichment, internal notifications, and repetitive operational tasks.

CS Campaign Execution: Lead the technical setup and execution of customer activation, onboarding, and retention campaigns. Define customer segments, collaborate with Growth Marketing, and track campaign performance using HubSpot and Amplemarket.

Operational Enablement & Partnering: Serve as the primary operational point of contact for CS managers and account leads in Brazil. Assist with onboarding new team members on operational playbooks, reporting tools, and automated workflows.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.

Must haves

Operations & CS Experience: 1–2 years in Sales Operations, CS Operations, Revenue Operations, or Data Analytics within a B2B SaaS or tech environment.

CRM Mastery: Direct, hands-on experience with HubSpot CRM (administration, workflow automation, custom reporting, and property management).

Quantitative Logic: High proficiency in Google Sheets / Excel (advanced formulas, pivot tables, and logical modeling) to manipulate and interpret customer datasets.

AI-Native & Automation Mindset: Ability and enthusiasm to leverage AI tools (Claude, ChatGPT) and workflow automation tools (n8n or similar) as daily copilots to increase operational efficiency.

CS Metrics Knowledge: Understanding of core Customer Success performance indicators (Retention, Churn Risk, NPS/CSAT, Time-to-Onboard, and Account Health).

Ownership & Proactivity: Strong organizational skills, attention to detail, and a self-starter mindset capable of managing day-to-day operational requests in a fast-paced environment.

Nice to haves

Technical & BI Stack: Familiarity with BI tools (Metabase, Looker, or Tableau) and basic knowledge of SQL or APIs.

Language Skills: Professional proficiency in both English and Portuguese to seamlessly collaborate with local and global teams.